Responsibilities: - Lead, mentor and motivate L1 and L2 team members to improve their performance - Prepare and implement shift roster for the team - Meet the SLAs such as response and resolution times in order to meet customer expectations - Establish KPIs and track them to ensure timely and accurate support - Monitor the teams productivity and work towards optimizing the same - Collaborate with cross-functional teams to streamline and monitor escalations of tickets - Publish training calendar and ensure that all resources from L1 and L2 teams are trained - Establishing processes and continuously work towards improving them - Improving knowledge base for effective resolution of tickets - Coordinate with Engineering team to prepare relevant automated dashboards. Experience and Skill Requirements: - 5-9 years of relevant experience of managing a Customer Support or relevant team - Plan, Organize and manage the staff for smooth Operations & stability of Network - Implementation of tools/Automations for avoiding manual errors during troubleshooting - Expertise in establishing the SRE/NOC/L1/L2 backend support - Expertise in Building the Processes/SOP's for enabling efficient team - Working knowledge of Linux and basic Networking - Basic knowledge about Android/iOS devices such as Android/iOS Versions, etc. - Working knowledge of MongoDB, basic NodeJS, Python - Customer first orientation/ attitude - Excellent communication skills - written and verbal - Good problem solving skills - Strong documentation skills - Working knowledge of MS Excel Education Requirements: - Bachelor's Degree in any technical discipline - MBA preferred but not mandatory

Bangalore

SugarBox Networks - Manager/Lead - Support 

SugarBox Networks - Manager/Lead - Support  ,Job Description for SugarBox Networks - Manager/Lead - Support  in SugarBox Networks in  Bangalore for (5-9) years of experience. Apply Now!

Job Description for SugarBox Networks - Manager/Lead - Support  in SugarBox Networks in  Bangalore for (5-9) years of experience. Apply Now!